Customer Engagement Coordinator

This role is a remote role - anyone who is based in Australia or New Zealand is eligible to apply. You can submit your application (including answers to included questions) by e-mail to .digital.
Hi, we are Intopia

We are a digital consultancy with a difference. We're change makers. We believe everyone has a right to inclusive digital experiences. This is our purpose, our quest, the white rabbit we follow.

We do what we love, with people we like, to help make the world more inclusive. We place the user, regardless of their ability, at the centre of everything we do. We work to break down the barriers and make technology universally accessible.

About The Role
We are on a quest to find a Customer Engagement Consultant that can join our growing team. This is a new role within the team that is important to our ongoing success. We are looking for someone who can play a key support role within our operations team, supporting our current customers, and helping us grow our customer base. This role will initially be full-time for approximately 12 months, with expectations of extending the role.

Responsibilities
This role is remote and is open to anyone based in Australia or New Zealand. What you would be doing in the role will vary but some of the key responsibilities will include:

• Support the Customer Engagement Manager in preparing proposals, quotes and scoping documents for new and existing customers
• Participate in scoping conversations with clients alongside the Manager, capturing requirements and helping shape draft solutions
• Assist in coordinating tender responses, including gathering information, formatting submissions and checking accuracy
• Maintain accurate client and pipeline records, including engagement outcomes, metrics and forecasting data
• Liaise with consultants and leadership to collect technical input and service details needed for proposals and client communications
• Support reporting on customer engagement metrics and pipeline activity, preparing summaries for review by the Manager and Head of Operations
• Assist with external-facing activities such as coordinating Intopia's presence at conferences, events or client meetings when required

About You
You're highly organised, confident working directly with clients and have strong communication skills with either exposure, experience or a genuine interest in accessibility and digital services. You're ready to be actively involved in client conversations, scoping and proposal development. Key skills and experiences that you'll have which are important for the role are:

• 3+ years' experience in a client-facing coordination, account support, sales, or business development support role
• A background in consultancy or digital technology services is advantageous
• Strong organisational and time-management skills, with the ability to juggle multiple priorities and deadlines
• Ability to communicate clearly and appropriately for different audiences, using the formats and styles that work best for the situation. We value authentic communication and welcome a variety of communication styles
• An eye for detail, especially in preparing and reviewing proposals, tenders and client documents
• Experience using CRM or pipeline tracking tools to manage client information and activity - bonus points if you've used Hubspot
• A collaborative mindset, with the confidence to work across multiple stakeholders and teams
• Proactive problem-solving skills and the ability to take initiative while still working with guidance

Don't meet every single requirement? At Intopia we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this role (or others we might be hiring for).

People with disabilities, women, Indigenous people and ethnic minorities are encouraged to apply. Preference will be given to applicants with lived experience of disability, experience working with people with disability and/or a demonstrated personal understanding of disability.

The salary range for the role is $90,000-$110,000 plus superannuation, subject to location and experience.

Why work with us?
We have an amazing team of people, each with a diverse range of expertise and experiences. Our team is still growing, and we are now the largest specialist digital accessibility team in Australia and New Zealand. We also have team members based in the United States and Canada.

We are a social enterprise who are committed to giving part of our profits to initiatives that support people with disabilities. We're also a certified B Corp and proud supporter of the 1 percent pledge initiative. Our work provides positive social impact every day.

Our team is a little different. We know the force is strong and everything is bigger on the inside. We celebrate with glitter, and we know you can build anything with the right bricks.

We Value People Who

• love what they do,
• think outside of the box,
• can turn customers into fans,
• are always learning,
• give more then they take,
• and always put people first

Benefits

• Remote first & flexible working hours and conditions
• Optional co-working space
• Professional development days throughout the year
• 2 paid volunteer leave days every year
• Paid annual and personal leave (amount location dependent)
• Unlimited unpaid leave
• Access to EAP
• Monthly team days

Down the rabbit hole
If this role sounds like you, even if you don't match all the requirements, then we want to hear from you Apply today by sharing your resume, cover letter and answers to the three questions below. Please attach your answers to the end of your cover letter. You will need to answer all three questions for your application to be considered. We don't need war and peace just a few paragraphs so we can get to know you better.

Q1: Describe a long-term client relationship you built from scratch. What did you do in the first 90 days to establish trust, and how did you maintain momentum over time?

Q2: Can you describe a time when a client was hesitant or reluctant to see the value in your services? How did you approach the conversation, what steps did you take to understand their concerns, and how did you demonstrate the value in a way that ultimately shifted their perspective?

Q3: What's one small detail you noticed about our company (from our website, social media, or products) that stood out to you, and why?

Applications (and any inquiries about the role) can be sent by e-mail to .digital. Applications will be reviewed on a rolling basis, so if you're interested in the role, apply now

Agencies please do not contact us or send applicants to us.